Social CRM

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Top Tips for a strong Social CRM Strategy.

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  • "We are not a company with a community. We are a company that could not exist  without  its community." Robert Hern
  • "We are not a company with a community. We are a company that could not exist  without  its community." Robert Hern
  • We did some surveys not long ago to guide our work – will share our findings that now guide our SM strategy
  • Social CRM

    1. 1. Top Tips for a strong Social CRM Strategy Duncan Wood @sageukcrm
    2. 2. ACT! Sage CRM SalesLogix Sage and CRM
    3. 3. Have a conversation
    4. 4. Where do you put it on Covey (7 Habits)?
    5. 5. Statistics (March 2011) <ul><li>Twitter </li></ul><ul><ul><li>175 million users 230% up </li></ul></ul><ul><ul><li>95 million tweets per day 250% up </li></ul></ul><ul><li>LinkedIn </li></ul><ul><ul><li>100 million users 100% up </li></ul></ul><ul><li>Facebook </li></ul><ul><ul><li>640 million users – 40% increase in usage </li></ul></ul><ul><ul><li>200 million using mobile – 200% up </li></ul></ul>http://bit.ly/socStats
    6. 6. My story <ul><li>Chris </li></ul>
    7. 7. Social stories – legends and lessons
    8. 8. Customer as hero http://bit.ly/KachiWachi
    9. 9. Community as Business Plan http://bit.ly/GiffGaffbyCCarchi (from Christopher’s blog) <ul><li>Only 14 employees </li></ul><ul><li>Their business is 100% online - no stores, no physical presence, no call centers. </li></ul><ul><li>The community answers questions typically within 60 seconds and provides 24 hour a day response </li></ul>
    10. 10. When it goes wrong – Eurostar http://bit.ly/EuroStar2009
    11. 11. Sage CRM Solutions – Social Media Tips Six tips, based on our work so far
    12. 12. Social media Tip 1 Understand the activity on your site traffic statistics before you do anything else. Choose appropriate metrics
    13. 13. Social media Tip 2 Don’t feel you need to use every Social Media channel either. Be selective.
    14. 14. Social media Tip 3 Get comfortable with it yourself. Use it in your personal life. Then set up the official channels for your business.
    15. 15. Social media Tip 4 Empower your people to be able to react quickly without layers of ‘approval’ Publish basic guidelines
    16. 16. Social media Tip 5 Define your level of engagement according to your ability to support it. It needs the support of the entire business.
    17. 17. Social media Tip 6 <ul><li>Are you adding value? </li></ul><ul><li>Follow </li></ul><ul><li>Author/Comment </li></ul><ul><li>Monitor </li></ul>
    18. 18. Where might it be going?
    19. 19. Have a conversation
    20. 20. Top Tips for a strong Social CRM Strategy Duncan Wood @sageukcrm

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